Keeping our customers happy

Keeping our customers happy

Taking pride can mean different things to different companies. For some, it’s based on definitive results, for others it’s an ongoing commitment to high professional standards. We take great pride in our day-to-day work, and we sincerely hope that we are able to help each one of our customers accomplish their goals, even if it comes from less measurable sources such as the support service that we provide.

Our recent customer’s feedback has been demonstrating a high level of customer satisfaction across all our business streams (Managed IT services, Telecoms, CLARITY CORE and Ezytreev). By posting this article we would like to thank our customers for their valuable time, providing us with such a positive feedback for our customer service and share some data from our survey results. 

The last 12 months were very busy for us with a total of 10992 requests received into the support system. In the period from 18/10/2021 to 22/10/2022 we asked our customers to rate our support services on a 0 to 4 scale. Questionnaires were sent to all the users requested support during this period, 444 questionnaires have been completed and we found out that 80% of respondents to our survey gave us the highest rating 4 and 17% rated us as 3.

Additionally, our customers answered three questions rating how satisfied or unsatisfied they are with our support services with the following results:

1)            80% of survey respondents are Very Satisfied and 17% are Satisfied with the resolution provided by our team;

2)            81% of survey respondents are Very Satisfied and 17% are Satisfied with the time frame their request was dealt;

3)            78% of survey respondents are Very Satisfied and 21% are Satisfied with overall service provided.

We have also received some valuable comments from our customers via the survey responses, stand-out comments were:

“Very fast and efficient, very helpful and key information provided – as usual service went above and beyond. Great team.” ;

“Nice to get a request dealt with so efficiently.”;

“We appreciated the speedy response provided by the team.”;

“As always great service from your team.“;

“Always super reactive and helpful! Thanks”;

“We always receive a quick, effective response from the support team.”;

“Amazing service levels once again.”;

“Very friendly approachable staff who showed great patience and understanding during my training.”;

“Top service, as always. Thank you.”;

“You guys are great to deal with.”.

For those who are not fully aware, all our customer service activities are handled through a support system that logs and documents every customer interaction. Support desk application integrates incident, problem and change management and has a workflow engine to enhance the service level management process. Our team work to resolve client support calls, deals with 2nd/3rd line support members, product managers and often communicates with the 3rd party IT contacts, to assist with call resolution. Although the helpdesk is directly central to the support services the customer service encompasses so much more of the company.  They provide further support to our development teams, to support the Life cycle from implementation to end user support.

It’s been absolutely amazing to receive such a positive customer feedback.

Please do not hesitate to reach out with any comments and questions, we’d love to hear from you again!